KIVORK is an IT product company specializing in travel. We are currently looking for an Investigation/ Customer Engagement Specialist in order to ensure more reliable and effective communication with our customers.
Requirements:
1+ years of experience working with complaints and reviews
Customer Care knowledge
Ability to write official emails/ letters
Working with Online reputation/Reviews platforms: Facebook, Trustpilot, Google, etc.
Fluency in English
Main duties and responsibilities:
Maintain qualitative customer communication and demonstrate listening skills
Resolve complex and escalated customer service issues by clarifying the customer’s complaint; determining the cause of the problem; providing appropriate solutions and alternatives within the time limits, and following up to ensure resolutions
Maintain accurate records and document all customer service activities and discussions
Reply to all incoming reviews and complaints
Monitor all platforms: BBB, DOT, Attorney emails, Google Business, TrustPilot, Facebook
Investigate the bad feedback and provide a positive outcome for customers and the company
Analyze the platforms and keep up to date on the methodology of dealing with reviews
Take the issue offline and collaborate with the customer before posting any replies
What you’ll love about us:
An official job with an employment record
Paid vacations, holidays and sick leaves
Motivating salary
Comfortable office downtown
Great company culture, American-style management. Everyone is positive and respectful
